>
Absolute idiotsAgreed. You do three things in a crisis:
1) Acknowledge the problem.
You killed someone's dog. This hits like losing family. "We're opening an investigation" is a chickenshit message.
2) CEO needs to speak.
Personal call from the top. If a dog is seriously injured or killed while on your watch, the CEO must make the call. This shows seriousness to the customer. It also ensures top brass feels the pain. That pain prevents future mistakes and is a real emotional tool for correcting cultures.
3) Over-correct.
You'll pay for cremation. You'll pay for counseling. You'll refund every Wag bill they ever incurred. If the family decides to get another dog, you'll offer to pay for their shots and food for a year and pet insurance for life.
The message must be we are sorry, this is unacceptable, and we intend on making this about as difficult for us as it is for you.
(Checklist from a video (with unfortunately and unrelated political content) by Scott Gallaway [1].)
[1] https://www.youtube.com/watch?v=PB-AyvgE8Ns
Agreed. You do three things in a crisis:
1) Acknowledge the problem.
You killed someone's dog. This hits like losing family. "We're opening an investigation" is a chickenshit message.
2) CEO needs to speak.
Personal call from the top. If a dog is seriously injured or killed while on your watch, the CEO must make the call. This shows seriousness to the customer. It also ensures top brass feels the pain. That pain prevents future mistakes and is a real emotional tool for correcting cultures.
3) Over-correct.
You'll pay for cremation. You'll pay for counseling. You'll refund every Wag bill they ever incurred. If the family decides to get another dog, you'll offer to pay for their shots and food for a year and pet insurance for life.
The message must be we are sorry, this is unacceptable, and we intend on making this about as difficult for us as it is for you.
(Checklist from a video (with unfortunately and unrelated political content) by Scott Gallaway [1].)
[1] https://www.youtube.com/watch?v=PB-AyvgE8Ns